Contact Center Customer effort Customer emotions Scripts 
Call Journey
OCTOBER 20, 2018
Businesses are now improving their business performance by utilizing conversation analytics as a way to tap into insights from everyday customer telephone interactions. Contact centers have been recording conversations for decades as part of either regulatory obligations or future reference for service-related clarification.
VocalCom
MAY 29, 2017
Remember that your contact center agents have plenty of insights into your customers’ feelings. In addition to monitoring your agents and training them regularly, it’s important to understand their daily experiences with your customers. Use different kinds of customer surveys. Measure contact center metrics.
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